Wells Fargo Bank — Attraction in Charlotte

Today I was so very fortunate to go to the Starmount Branch (Charlotte, NC) of Wells Fargo and meet Branch Manager Johanan Hernandez. Yesterday I was in Elizabeth City N.C. It was a 6 hour drive from my home in Charlotte NC and I was there for a family member's funeral. Just before the funeral service I unknowingly dropped my wallet. Fifteen minutes later I realized it was gone and I rushed back for it. By then someone had already taken it. I thought, and was told by others, it would be a huge hassle to get an ATM replacement card from the bank. I was not looking forward to the trip to the bank to start the process. (Yes, I could have done everything online but since this was the 1st time this had happened to me I was hoping someone could help give me tips.) Then I met Johanan. What a blessing! I got to the branch at 4:30 PM and he was very busy. I asked (and would have fully understood) if he wanted me to come back the next day since it was almost closing time. He said for me to stay and he would help me. So at 5 PM, when they were locking the doors, he took me to his office and started walking me through the process to get another bank card. He explained everything and even helped me put 'Google Pay' on my cell phone so I could pay that way till I recieved the new bank card in 5-7 days. He was so patient with me when I kept forgetting the new user name and password over and over again that I had just made for the new card. I was still flustered from just getting a replacement driver's license and registration card from the DMV. Thank you Johanan and Thank you Wells Fargo for having great people like him to serve your customers. All the other workers at the branch were also very friendly and...

I visited this branch on October 15th at approximately 2pm. The purpose of my visit was to open a new savings account and deposit a check into it. The teller who assisted me asked me to sign the check and removed the stub which I did. At this point the 30 minute circus began. The teller got on the phone to call someone saying it was "Standard Procedure" to do so. Other tellers kept coming over to my teller to look at at my check and I had to stand there waiting for all this time. In the end, the teller handed the check back to me and said they could not deposit it. They told me the check issuer would need to provide me with another check with some type of certificate. Finally, they advised me they could not open a savings account and I could do so myself online. After leaving the bank, I contacted the check issuer to inquire about a new check with a certificate and they advised me they only reissue checks if they are lost, stolen or out of date. This check was none of those. They also let me know that Wells Fargo never contacted them to try and verify the check. This review continues the following day at the...

Manager & staff seem to always go above & beyond. This branch usually has a lot of Hispanic customers waiting for personal assistance. Partly due to the neighborhood population, more probably because they offer great customer service.

If a customer is in line to process a deposit/withdrawal/money order or wire transfer it will take longer than usual if they are wiring money or needing a money order. Over 6+ years of banking at this branch, I've observed the tellers to be as efficient as anywhere.

The bank manager is unique in that she will hit the floor to assist the clientele as needed. Most branches, managers NEVER leave their offices.

Wells Fargo would do well to model their branch service teams after this Wachovia legacy...